ServiceNow is used to set up systems that define, manage, automate and structure IT services for companies. At a very simple level, think of it as a tool that allows you to raise and track tickets as well as process and catalogue regular IT service requests.

Senior Manager/Manager, Customer Engagement Strategy and Operations

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Senior Manager/Manager, Customer Engagement Strategy and Operations

This is an extraordinary opportunity to work daily with ServiceNow Product/Engineering leadership to drive great experiences for our customers. This role plays a critical role in supporting our ServiceNow India Product leader(s) in their engagements with our most strategic customers. The candidate will partner with the Sales organization and Product teams to identify areas of greatest opportunity for leadership engagement with customers and to ensure a great experience for our customers before, during, and after each touchpoint with ServiceNow.

This role will report to the Sr Director, Customer Engagement, and work with senior Product / Engineering leader(s) based in India to drive meaningful and effective conversations with customers.

What You Get To Do In This Role

ESSENTIAL DUTIES/RESPONSIBILITIES: (including, but not limited to):

• Own the customer engagement strategy for local senior Product leader(s), including customers in the Indian market and global customers with India-based operations
• Prioritize which customers and partners the leader(s) should spend time with
• Optimize the process for engagement with customers – from identification / prioritization of customers, to defining compelling messaging, to driving follow-up actions
• Attend customer meetings, and capture major takeaways, maintain milestones, track, assign, and drive the delivery of clear action items
• Deepen strategic customer/partner relationships
• Define key success metrics; capture and analyze data to continuously improve the impact of customer engagement
• Lead, organize, and manage executive-level special projects to explore and implement changes in customer engagement across the organization
• Contribute to codification and sharing of best practices in customer engagement across the organization
• Establish a deep understanding of all of ServiceNow’s product offerings

Qualifications

To be successful in this role you have:

• A minimum of 8 – 12 years of work experience, or 5 years plus an MBA or advanced degree, ideally in a SaaS, top-tier management consulting, and/or relevant industry environment
• Sharp business judgment; ability to see “big picture” and to prioritize
• Passion for and demonstrated success in understanding and fulfilling internal or external customer needs; problem-solver mindset
• Superb ability to influence and motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Demonstrated exceptional learning agility
• Executive presence; excellent verbal and written communication
• Ability to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environment
• High energy, strong work ethic, disciplined execution skills
• Proficient with Powerpoint, Excel, Tableau, and Dynamics as well as familiarity with several market-leading productivity tools

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact talent.acquisition@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.

Technical Lead, Integration and Services

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role

Be a part of our awesome DTS – Enterprise Architecture and Integration team.

We are a high-performance group laser focused on accelerating innovations, developing new concepts, future proof architectures, reusable frameworks, plug and play integrations,

forward-thinking AI solutions and products leveraging the next gen cutting edge technologies.

If you enjoy learning, growing, and making an impact, you will love being in this team. You get exposure to every facet of technology and business and can make a meaningful impact on the business and on the people who work there. You will face new challenges and priorities every day, which can be invigorating and challenge your thought process.

Job Role:

Technical Lead, Integration and Services, brings thought leadership, architectural guidance and technical acumen in the digital integration and microservices technology space to the table. As a Technical lead, you will be responsible for providing technical guidance to the teams, designing and implementing cutting-edge technology solutions that align with our organization’s business objectives. You will work closely with stakeholders to understand their needs, assess existing systems and integrations, and design robust and scalable APIs, performant Integrations and microservices based solutions that drive innovation and efficiency. Your role will require a combination of analytical skills, strategic thinking, technical expertise and effective communication to drive the teams to innovation and bridge the gap between business and technology.

Key Responsibilities:

· Technical Leadership

Help shape the vision and roadmap for Enterprise Integration Services team, define long-term strategic goals and drive short-term goals.

Provide technical leadership and guidance to development teams, ensuring adherence to architectural standards and best practices for Integrations, Microservices and APIs.

· Architecture Planning

Influence enterprise architecture design conversations and deliver integration solutions and services to meet the fast-growing demand.

Develop and maintain technology roadmaps, ensuring alignment with organizational goals and Microservices best practices.

· Solution Design and Implementation

Collaborate with business leaders, project managers, cross functional and technical teams to understand requirements and design holistic containerized Microservices, Integration solutions and drive full implementation in an agile environment.

· Platform Ownership and Optimization

Ownership of the existing foundation platforms in the enterprise integration and services landscape.

Continuously monitor and analyze system performance, identifying areas for improvement and optimizing existing solutions.

· Security and Compliance

Ensure that the solutions comply with industry regulations and security standards, and proactively address security vulnerabilities.

· Prototyping

Develop proof-of-concept and prototype solutions to validate architectural, design decisions and demonstrate feasibility.

· Risk Assessment

Identify and evaluate technical risks and propose mitigation strategies to ensure project success.

· Documentation

Create and maintain comprehensive architecture and design documentation, including diagrams, guidelines, and standards for development teams to follow.

· Vendor Evaluation

Assess and recommend third-party tools, products, libraries and services that can enhance our technical solutions.

· Collaboration

Foster collaboration and effective communication between cross-functional teams, promoting a culture of innovation and excellence.

Qualifications

To be successful in this role you will need:

· Bachelor’s degree in computer science, Information Technology, or related field

· Experience in defining new architectures and ability to drive an independent project from an architectural and implementation standpoints

· Strong understanding of Microservices, Integrations and Event-Driven Architecture

· Proven experience leading a team of highly experienced architects and developers

· Strong capabilities in forging trust, engaging a remote or in-person audience bringing project management skills and leadership expertise.

· A passion to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies.

· Solid experience in blueprinting of solutions on latest integration paradigms and API based interactions including Microservices in a heterogeneous technology and product landscape

· Strong knowledge of key components of a Microservices architecture including docker/containers, Kubernetes/orchestration, load balancing, distributed cache, DevOps etc

· Strong technical expertise implementing solutions using platforms and technologies such as Kong API GW, Java/Spring, Boomi, Azure APIM, Airflow and Kafka etc

· Familiarity with enterprise architecture

· Cloud computing experience (e.g., AWS, Azure, Google Cloud Platform)

· Certification in relevant technologies or architecture frameworks (e.g., TOGAF, AWS Certified Solutions Architect, Microsoft Certified: Azure Solutions Architect Expert) is a plus

Sr FP&A Analyst, Topline

The role: ServiceNow is currently looking for an energetic and ambitious Senior Financial Analyst, Topline & Bookings to support our Global Revenue FP&A team. As a member of this team, the role will focus on rapidly operationalizing key analysis models, dashboards, revenue analysis, backlog and pipeline analysis, and reports used across all functions. The preferred candidate will have experience partnering with cross-functional teams and creating insightful analysis and models. They will work closely with leaders and process owners within Finance to enable data-driven decision making and operational excellence.

What you get to do in this role:

• Actively collaborate with US-based peers to drive functional analysis, modelling, and detailed budget tracking across Finance;
• Partner with cross-functional teams to help manage topline metrics encompassing Revenue, Billing & Collections, and cRPO.
• Working with US team for month/quarter close, finalizing revenue forecasts, and Annual Operating Plans
• Help drive finance transformation efforts including system improvements (Ex. Anaplan & Power BI) as well as process improvements
• Create/maintain advanced Power BI dashboards covering Topline metrics
• Collaborate with partners including Analytics, DT, Sales Ops, Sales Finance, Orders to Cash, Accounting, and others to ensure precise and transparent tracking of financial results.
• Build trusted relationships with key business partners;
• Analyze financial outcomes and adeptly communicate insights to senior management for performance optimization.
• Assist in other ad-hoc analysis and presentation requests.

Qualifications

To be successful in this role you have:

• Bachelor’s degree required, MBA, CA, or CPA preferred;
• 4+ years of FP&A or business finance experience; SaaS experience preferred
• Hands-on knowledge of Microsoft PowerBI;
• Previous experience in FP&A, SaaS Revenue forecasting, or a similar background that encompasses both financial and operational metrics. SaaS Revenue Accounting experience is highly recommended.
• Good understanding of revenue, bookings, and cost drivers for SaaS companies
• Proficiency with Microsoft Office, specifically Excel and PowerPoint;
• Good organizational skills and ability to meet tight deadlines in an environment of competing priorities;
• Ability to work independently, deal with ambiguity, operate in a cross-functional matrixed organization, and meet deadlines in a high-growth environment focused on driving business results;
• Detail-oriented with strong analytical, problem solving, and financial modeling skills;
• An excellent communicator and a great team player;
• Understanding of financial planning, forecasting, budgeting, and reporting
• The position requires some overlap with morning PST time-zone to allow hand-off and review meetings with US partners

Senior Machine Learning Engineer

The Advanced Technology Group (ATG) at ServiceNow is a customer-focused innovation group building intelligent software and smart user experiences using existing and latest advanced technologies to enable end-to-end, industry-leading work experiences for customers. We are a group of researchers, applied scientists, engineers, and product managers with a dual mission. We build and evolve the AI platform, and partner with teams to build products and end-to-end AI-powered work experiences. In equal measure, we lay the foundations, research, experiment, and de-risk AI technologies that unlock new work experiences in the future.

You will play a major part in building AI and Machine Learning (ML) solutions that transform the user experience and workflow efficiency of enterprise services. Traditional analytical tools tend to require a technically knowledgeable user to produce even simple results. We are taking a completely fresh approach with the expectation that any user, regardless of technical knowledge, can use the AI/ML solutions we develop to operate the services in the enterprise setting in a thoughtful and scalable manner. We are just getting started with our early-adopter customers and we need your help in building and making available an amazing range of solutions to our 5k+ enterprise customers around the world.

• Build the best cloud-based AI/ML solutions to power intelligent enterprise services
• Collaborate daily with a team of like-minded developers, product managers and quality engineers to produce quality software
• Work with product owners to understand detailed requirements and own your code from design, implementation, testing and delivery of high-quality solutions to our users

Qualifications

To be successful in this role you have:

• Strong programming skills in Python, with experience in ML
• Experience building new products that use challenging algorithms
• Expertise in coding efficient, object-oriented, modularized and quality software
• Expertise in AI/ML techniques and algorithms
• Knowledge of unit testing, profiling, and code tuning
• Strong understanding in the machine learning and data science technical ecosystems
• Experience in data product development, analytical models, and model governance